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Lean Cx
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Download or read book Lean CX written by Robert Dew and published by Walter de Gruyter GmbH & Co KG. This book was released on 2021-04-06 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: In recent years, many companies have realised customer experience (CX) is the new marketing battle ground. Substantial investments have been made to map customer journeys, identify pain points and improve CX to try and create cut-through. Using real world applications to introduce next generation design tools based on proven concepts from strategy, marketing, psychology and creative problem solving, Lean CX: How to Differentiate at Low Cost and Least Risk discusses how to use Lean Management approaches to innovate your customer experience. This practical book describes how the tools from Lean Management can be applied to the CX innovation problem. The authors draw on hundreds of CX design and strategic innovation projects across a range of industries, both B2B and B2C, from primary research through client work and secondary case studies available in the public domain. The examples include many different vertical industry sectors, including those involving hybrid business models. The cases included share what worked really well and where CX failed. The content goes beyond what actually happened to present an idea of what might be possible with the right design approach and committed resources.
Book Synopsis The Lean CX Score by : David McLachlan
Download or read book The Lean CX Score written by David McLachlan and published by . This book was released on 2017-09-11 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Lean CX Score is a brand new repeatable framework to help you create disruptive products and services.
Book Synopsis Lean Customer Development by : Cindy Alvarez
Download or read book Lean Customer Development written by Cindy Alvarez and published by "O'Reilly Media, Inc.". This book was released on 2017-08-30 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you develop products that people will actually use and buy? This practical guide shows you how to validate product and company ideas through customer development research—before you waste months and millions on a product or service that no one needs or wants. With a combination of open-ended interviewing and fast and flexible research techniques, you’ll learn how your prospective customers behave, the problems they need to solve, and what frustrates and delights them. These insights may shake your assumptions, but they’ll help you reach the "ah-ha!" moments that inspire truly great products. Validate or invalidate your hypothesis by talking to the right people Learn how to conduct successful customer interviews play-by-play Detect a customer’s behaviors, pain points, and constraints Turn interview insights into Minimum Viable Products to validate what customers will use and buy Adapt customer development strategies for large companies, conservative industries, and existing products
Book Synopsis Five Minute Lean by : David McLachlan
Download or read book Five Minute Lean written by David McLachlan and published by . This book was released on 2014-12-04 with total page 182 pages. Available in PDF, EPUB and Kindle. Book excerpt: Five Minute Lean reveals a fast, easy and new way to improve your job and your business. Based on the proven "Lean" methodology but encompassing many new industries, Five Minute Lean combines a powerful story with fast paced summaries of the tools and techniques, so you can get results quickly and in a way that is best for you.
Download or read book Delta CX written by Angie Born and published by . This book was released on 2019-09-19 with total page 570 pages. Available in PDF, EPUB and Kindle. Book excerpt: Delta CX is a refreshing model bringing CX and UX together in task and in name with the key goal of improving the products, services, and experiences (PSE) that we offer our potential and current customers. Rather than following trends or drinking the snake oil, Delta CX presents a time-tested, thorough approach that helps you establish values, vision, strategies, and goals. Great PSE require the right teams and strategies in place to proactively predict and mitigate the risk of delivering wrong or flawed PSE. Adopting Delta CX means we all finally speak the same language, from tasks and deliverables to job titles and required skills to where CX fits into Agile organizations to processes and teams. Calculate the ROI of investing more time and resources into building the right PSE the first time. Save time, money, and sanity. Replace guessing and assumptions with Lean customer research that is planned, conducted, and interpreted by experts. Learn why quality should be our #1 priority, and how to rededicate our organization to our external and internal customers.Target audiences: Managers, workers, practitioners, freelancers, consultants, contractors, execs, stakeholders, and everybody else working in CX, UX, Marketing, Product Management, Engineering, Project Management. Business Analysts (BAs), Data Scientists, Writers, Visual Designers, Information Architects, Interaction Designers, Product Designers, and Researchers.The long and problem-focused version: In an era of faster, faster, faster, our workplaces are sacrificing quality, collaboration, culture, and the customer experience to "just ship it." Business goals don't seem to align with customers' needs. Customers constantly raise their standards and expectations, and they notice when companies are out of touch or get it wrong. Competitors, investors, shareholders, the press, bloggers, social media, and Wall Street also notice. Brands are being surprised when their products, services, and experiences (PSE) are disliked or rejected by customers, or go viral for the wrong reasons. Companies claim they are customer-focused, user-centric, and designing for the needs of real customers. Initiatives to increase the ability to build the right PSE should have meant hiring more CX and UX talent. However, with UX still misunderstood, circumvented, overruled, and excluded at many companies, workplaces that didn't know how to assess CX and UX talent hired anybody who put "UX" on their resume. Poor hiring choices lead to silos and "bad design." Rather than wondering if "UX" workers were unqualified, leadership blamed UX and User-Centered Design (UCD): They must be bloated, outdated, not Lean, not Agile things we don't really need. We started imagining that "everybody can be a designer." Get people sketching in design sprints, and solve our company's biggest challenges. We called for democratization and decentralization of UX and design because perhaps taking some power away from these "high-ego UX people" we hired will fix this. Suddenly, everybody was a design thinker doing design thinking, yet few people can agree on what design thinking is.Everybody became quietly desperate. UX practitioners wanted to evangelize, and invited teammates to UX evangelism presentations, which often backfired. Companies of all sizes and ages, including Fortune 500s, tried methodologies designed for startups. Startups fail roughly 95% of the time. It's so rare that they innovate or build something the public actually wants. Why would we want to emulate a segment with such a high failure rate? We're lost. We need another business transformation, a return to prioritizing the quality of what we ideate, architect, design, test, build, and unleash on the public.(Return to the top for the short and happy version.)
Download or read book Lean UX written by Jeff Gothelf and published by "O'Reilly Media, Inc.". This book was released on 2016-09-12 with total page 205 pages. Available in PDF, EPUB and Kindle. Book excerpt: UX design has traditionally been deliverables-based. Wireframes, site maps, flow diagrams, content inventories, taxonomies, mockups helped define the practice in its infancy.Over time, however, this deliverables-heavy process has put UX designers in the deliverables business. Many are now measured and compensated for the depth and breadth of their deliverables instead of the quality and success of the experiences they design. Designers have become documentation subject matter experts, known for the quality of the documents they create instead of the end-state experiences being designed and developed.So what's to be done? This practical book provides a roadmap and set of practices and principles that will help you keep your focus on the the experience back, rather than the deliverables. Get a tactical understanding of how to successfully integrate Lean and UX/Design; Find new material on business modeling and outcomes to help teams work more strategically; Delve into the new chapter on experiment design and Take advantage of updated examples and case studies.
Book Synopsis Customer Experience Innovation by : Robert Dew
Download or read book Customer Experience Innovation written by Robert Dew and published by Emerald Group Publishing. This book was released on 2018-08-13 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.
Book Synopsis Federal Trade Commission Decisions by : United States. Federal Trade Commission
Download or read book Federal Trade Commission Decisions written by United States. Federal Trade Commission and published by . This book was released on 1997 with total page 1288 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Customer Experience (CX) Engineering in Aerospace and Defense: by : Dr. Lynn Phillips
Download or read book Customer Experience (CX) Engineering in Aerospace and Defense: written by Dr. Lynn Phillips and published by Archway Publishing. This book was released on 2024-03-26 with total page 377 pages. Available in PDF, EPUB and Kindle. Book excerpt: The authors contend that new business capture teams operating in the aerospace-defense sector which adopt their “Best Practices, Outside-In, Customer-Centric” approach to executing their capture processes can attain supranormal contract win rates—as high as 80% and higher. They back up this claim with captivatingly told case study vignettes of 21st century competitions that they were personally involved with, providing teams with practical step-by-step guidelines, tools and templates to help replicate these successes.
Book Synopsis Oracle CX Cloud Suite by : Kresimir Juric
Download or read book Oracle CX Cloud Suite written by Kresimir Juric and published by Packt Publishing Ltd. This book was released on 2019-03-30 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Gain a complete overview of Oracle CX Cloud Suite and its tools for functions ranging from marketing to sales and commerce to service Key FeaturesMake optimal use of your Oracle CX Cloud Suite to improve business resultsAchieve improved customer insights through Oracle CX’s advanced capabilitiesLearn how to design a CX solution architectureBook Description Oracle CX Cloud offers features and capabilities that help companies excel at sales, customer management, and much more. This book is a detailed guide to implementing cloud solutions and helping administrators of all levels thoroughly understand the platform. Oracle CX Cloud Suite begins with an introduction to high-level Oracle architecture and examines what CX offers over CRM. You’ll explore the different cloud-based tools for marketing, sales, and customer services, among others. The book then delves into deployment by covering basic settings, setting up users, and provisioning. You’ll see how to integrate the CX suite to work together to interact with the environment and connect with legacy systems, social connectors, and internet services. The book concludes with a use case demonstrating how the entire Oracle CX Suite is set up, and also covers how to leverage Oracle ICS and Oracle CX Cloud for hybrid deployment. By end of the book, you will have learned about the working of the Oracle CX Cloud Suite and how to orchestrate user experience across all products seamlessly. What you will learnDifferentiate between Oracle CRM and CX Cloud suitesExplore a variety of Oracle CX Cloud tools for marketing and salesSet up users and database connections during deploymentEmploy Cloud Suite CX tools to aid in planning and analysisImplement hybrid Oracle CX solutions and connect with legacy systemsIntegrate with social media connectors like Facebook and LinkedInLeverage Oracle ICS and Oracle CX Suite to improve business resultsWho this book is for This book is for administrators who want to develop and strengthen their Oracle CX Cloud Suite skills in the areas of configuration and system management. Whether you are a new administrator or an experienced professional, this book will enhance your understanding of the new Oracle CX features.
Book Synopsis Lean Six Sigma by : Michael L. George
Download or read book Lean Six Sigma written by Michael L. George and published by McGraw Hill Professional. This book was released on 2002-05-16 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Breakthrough Program for Increasing Quality, Shortening Cycle Times, and Creating Shareholder Value In Every Area of Your Organization Time and quality are the two most important metrics in improving any company's production and profit performance. Lean Six Sigma explains how to impact your company's performance in each, by combining the strength of today's two most important initiativesLean Production and Six Sigmainto one integrated program. The first book to provide a step-by-step roadmap for profiting from the best elements of Lean and Six Sigma, this breakthrough volume will show you how to: Achieve major cost and lead time reductions this year Compress order-to-delivery cycle times Battle process variation and waste throughout your organization Separately, Lean Production and Six Sigma have changed the face of the manufacturing business. Together, they become an unprecedented tool for improving product and process quality, production efficiency, and across-the-board profitability. Lean Six Sigma introduces you to today's most dynamic program for streamlining the performance of both your production department and your back office, and providing you with the cost reduction and quality improvements you need to stay one step ahead of your competitors. "Lean Six Sigma shows how Lean and Six Sigma methods complement and reinforce each other. If also provides a detailed roadmap of implementation so you can start seeing significant returns in less than a year."--From the Preface Businesses fundamentally exist to provide returns to their stakeholders. Lean Six Sigma outlines a program for combining the synergies of these two initiatives to provide your organization with greater speed, less process variation, and more bottom-line impact than ever before. A hands-on guidebook for integrating the production efficiencies of the Lean Enterprise with the cost and quality tools of Six Sigma, this breakthrough book features detailed insights on: The Lean Six Sigma Value PropositionHow combining Lean and Six Sigma provides unmatched potential for improving shareholder value The Lean Six Sigma Implementation ProcessHow to prepare your organization for a seamless incorporation of Lean Six Sigma tools and techniques Leveraging Lean Six SigmaStrategies for extending Lean Six Sigma's reach within and beyond your corporate walls "Variation is evil."--Jack Welch Six Sigma was the zero-variation quality lynchpin around which Jack Welch transformed GE into one of the world's most efficientand valuablecorporations. Lean Production helped Toyota cut waste, slash costs, and substantially improve resource utilization and cycle times. Yet, as both would admit, there was still room for improvement. Lean Six Sigma takes you to the next level of improvement, one that for the first time unites product and process excellence with the goal of enhancing shareholder value creation. Providing insights into the application of Lean Six Sigma to both the manufacturing processes and the less-data-rich service and transactional processes, it promises to revolutionize the performance efficiencies in virtually every area of your organizationas it positively and dramatically impacts your shareholder value.
Book Synopsis Business Model Generation by : Alexander Osterwalder
Download or read book Business Model Generation written by Alexander Osterwalder and published by John Wiley & Sons. This book was released on 2013-02-01 with total page 295 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business Model Generation is a handbook for visionaries, game changers, and challengers striving to defy outmoded business models and design tomorrow's enterprises. If your organization needs to adapt to harsh new realities, but you don't yet have a strategy that will get you out in front of your competitors, you need Business Model Generation. Co-created by 470 "Business Model Canvas" practitioners from 45 countries, the book features a beautiful, highly visual, 4-color design that takes powerful strategic ideas and tools, and makes them easy to implement in your organization. It explains the most common Business Model patterns, based on concepts from leading business thinkers, and helps you reinterpret them for your own context. You will learn how to systematically understand, design, and implement a game-changing business model--or analyze and renovate an old one. Along the way, you'll understand at a much deeper level your customers, distribution channels, partners, revenue streams, costs, and your core value proposition. Business Model Generation features practical innovation techniques used today by leading consultants and companies worldwide, including 3M, Ericsson, Capgemini, Deloitte, and others. Designed for doers, it is for those ready to abandon outmoded thinking and embrace new models of value creation: for executives, consultants, entrepreneurs, and leaders of all organizations. If you're ready to change the rules, you belong to "the business model generation!"
Book Synopsis Obesity: New Insights for the Healthcare Professional: 2013 Edition by :
Download or read book Obesity: New Insights for the Healthcare Professional: 2013 Edition written by and published by ScholarlyEditions. This book was released on 2013-07-22 with total page 794 pages. Available in PDF, EPUB and Kindle. Book excerpt: Obesity: New Insights for the Healthcare Professional: 2013 Edition is a ScholarlyEditions™ book that delivers timely, authoritative, and comprehensive information about Diagnosis and Screening. The editors have built Obesity: New Insights for the Healthcare Professional: 2013 Edition on the vast information databases of ScholarlyNews.™ You can expect the information about Diagnosis and Screening in this book to be deeper than what you can access anywhere else, as well as consistently reliable, authoritative, informed, and relevant. The content of Obesity: New Insights for the Healthcare Professional: 2013 Edition has been produced by the world’s leading scientists, engineers, analysts, research institutions, and companies. All of the content is from peer-reviewed sources, and all of it is written, assembled, and edited by the editors at ScholarlyEditions™ and available exclusively from us. You now have a source you can cite with authority, confidence, and credibility. More information is available at http://www.ScholarlyEditions.com/.
Book Synopsis Validating Product Ideas by : Tomer Sharon
Download or read book Validating Product Ideas written by Tomer Sharon and published by Rosenfeld Media. This book was released on 2016-01-19 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: Want to know what your users are thinking? If you’re a product manager or developer, this book will help you learn the techniques for finding the answers to your most burning questions about your customers. With step-by-step guidance, Validating Product Ideas shows you how to tackle the research to build the best possible product.
Download or read book Managing Chaos written by Lisa Welchman and published by Rosenfeld Media. This book was released on 2015-02-01 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: Few organizations realize a return on their digital investment. They’re distracted by political infighting and technology-first solutions. To reach the next level, organizations must realign their assets—people, content, and technology—by practicing the discipline of digital governance. Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth.
Book Synopsis Trade Regulation Reporter: Monopoly ; Restraints ; Practices by :
Download or read book Trade Regulation Reporter: Monopoly ; Restraints ; Practices written by and published by . This book was released on 1988 with total page 1002 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Superconsumers written by Eddie Yoon and published by Harvard Business Review Press. This book was released on 2016-11-29 with total page 181 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not your average consumer. Pork dorks. Craftsters. American Girl fans. Despite their different tastes, these eclectic diehards have a lot in common: they’re obsessed about a specific brand, product, or category. They pursue their passions with fervor, and they’re extremely knowledgeable about the things they love. They aren’t average consumers—they’re superconsumers. Although small in number, superconsumers can have an outsized impact on a company’s bottom line. Representing 10% of total consumers, they can drive between 30% to 70% of sales, and they’re usually willing to spend considerably more than the average consumer. And because they’re so engaged and passionate, they can offer invaluable advice to managers looking to improve their products, change their business models, energize their cultures, and attract new customers. In Superconsumers, growth strategy expert Eddie Yoon lays out a simple but extremely effective framework that has helped companies of all types and sizes achieve more sustainable growth: he’ll show you how to find, listen to, and engage with your most passionate and profitable consumers, and then tailor your decisions to meet their wants and needs. Along the way, he’ll let you into the minds and homes of superconsumers of all kinds, revealing what makes them tick and why they’re willing to spend so much more than other consumers. Rich with data and case studies of companies that have implemented superconsumer strategies with great success, Superconsumers is a fun, practical, and inspiring guide for anyone interested in making their best customers even better.
